Human Resource Management – Conflict & Dispute Resolution

Conflict in the workplace is typically viewed as just a way of life. Different people with different goals and needs frequently come into conflict resulting in often intense personal animosity. International research shows that 60-80% of all difficulties in Organisations come from strained relationships between employees, not from perceived deficits in individual Employee skill or motivation.Conflict can be very damaging in the workplace environment. However, resolving disputes or conflict when it does arise is not always a straightforward task. The causes of conflict can vary as every situation is unique. A 2008 study of conflict in the Canadian workplace identified the most common causes of workplace conflicts as follows:

Warring egos and personality clashes (86%)

Poor leadership (73%)

Lack of honesty (67%)

Stress (64%) and

Clashing values (59%)

Some of the other most commonly identified causes of conflict include:Unclear Expectations - a manager may believe he / she has clearly communicated what is expected from the team but they have a completely different idea of what is required of them. This can result in frustration in the Manager and confusion in the Employee, creating a tense environment that can lead to conflict.

Personal Issues - workplace conflict can also be the result of personal issues between colleagues. This may be the result of hurts, slights, rivalry or other conflict that has little to do with organisational goals or expectations. When ignored or left unresolved, it can lead to an unhealthy work environment where Employees feel ignored, less valued and even seeking to leave.

Poor Communication - effective communication is vital to organisational success. However when there is a lack of communication, an unintended mix-up can lead to a bigger conflict if left unresolved.

Consequences of Workplace ConflictIgnoring conflict when it does exist and hoping that that it will resolve itself is not the most effective or valuable way of problem solving. Conflict seldom resolves itself. Often times, what might be a small issue initially turns into a significant problem if not resolved at an early stage. Where conflicts are not addressed effectively, individuals can suffer and can add significant cost to the Organisation.

Some of the consequences of unresolved conflict in the workplace can include:

Increased Employee turnover and loss of key / valued Employees

Loss of Productivity

Escalation of sick leave absenteeism

Stress, frustration, and anxiety

Formal Grievances and external legal action

Strained and damaged relationships.

Managed in the incorrect way, real and legitimate differences between Employees can rapidly rise out of control, resulting in situations where team work and collaboration is seriously eroded, productivity is significantly reduced and valued employees leave.

In order to resolve conflict when it does arise, it helps to take an informal positive approach where discussion is courteous and non-confrontational in manner, and the focus is on the issues rather than the personalities involved. If this approach is followed, along with willingness from the parties involved to explore possible solutions properly, conflict can often be resolved effectively.

In instances, where informal means have been exhausted without success or it has been determined that informal means are inappropriate based on the issues under consideration, Employers are strongly encouraged to have some sort of internal formal procedure in place for resolving Employee grievances and complaints. These may include policies and procedure related to use of Mediation, Grievance, Disciplinary, and the Prevention of Bullying, Harassment and Sexual Harassment in the Workplace.